Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ginger Upton

Marshall,TX

Summary

Highly skilled and enthusiastic professional with more than 18 years of Leadership/supervisory experience managing operations in Client focused areas within HCSC. Develop and lead productive and efficient Client Service Specialist staff members. Contribute to high-volume production environment with understanding of both automated and manual systems and tools. Organized, outgoing and energetic with excellent verbal and written communication skills.

Overview

14
14
years of professional experience

Work History

Unit Manager

Health Care Service Corporation
01.2016 - Current
  • Established and maintained effective verbal and written communication with staff, leadership, and other internal departments to promote high quality service to our clients and members.
  • Enhanced client support by implementing efficient unit management processes and coordinating with other CSS team members to ensure production efficiencies utilizing automated options.
  • Streamlined daily operations for increased productivity by delegating tasks and supervising Client Service Specialist staff.
  • Liaised with internal departments to develop resolutions to issues brought forward by our ENA group clients to provide highest quality of service possible.
  • Handled complaints from both internal and external stakeholders and immediately took steps for quick resolution and to prevent reoccurrence.
  • Promoted a culture of safety within the unit by enforcing strict adherence to our code of ethics, guidelines, and established processes.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Knowledge of ever changing federal and state regulations.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Organized and detail-oriented with a strong work ethic.
  • Comfortable with pulling and analyzing reporting within Salesforce and proficient knowledge with Microsoft tools: Word, Excel, Power Point, & Lotus notes.
  • Knowledge of contract benefits (matrices/ABS/Order Capture system), claim processing, inquiry procedures, and BlueChip processing system.
  • Developed and maintained courteous and effective working relationships.
  • Evaluated staff performance and provided coaching to address inefficiencies.

Supervisor

Health Care Service Corporation
01.2010 - 12.2016


  • Cultivated strong relationships with key clients or stakeholders through consistent communication and excellent service delivery.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Collected, arranged, and input information into database system.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
  • Achieved results by working with staff to meet established targets.
  • Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.

Education

Data Processing

Kilgore College
Kilgore, TX
05.1983

Skills

  • Decision-Making
  • Employee Supervision
  • Performance monitoring
  • Records Maintenance
  • Staff Development
  • Expense/Budget Management
  • Workforce Planning

Timeline

Unit Manager

Health Care Service Corporation
01.2016 - Current

Supervisor

Health Care Service Corporation
01.2010 - 12.2016

Data Processing

Kilgore College

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Ginger Upton